Establish a customer property service strategy framework
Abstract
The property management services sector in China is developing rapidly, contributing significantly to employment and income. We have made recommendations for service differentiation and low costs so that even with limited resources, property management services can distribute their services effectively, reduce unnecessary costs, and implement an optimal plan. This study helps property management service providers understand the needs and expectations of customers because it is a key factor contributing to the success of the business. Based on the consumer and service quality (SERVQUAL) theories, this study applies the fuzzy Delphi method (FDM) and the analytic hierarchy process (AHP) method to construct a quality evaluation scale for property management service companies and determine key property management service items that are valued most by customers and operators in this sector. The results show that it is feasible to determine accurately factors that are used to quantify the competitiveness of the existing market and identify improvements to ensure a win–win situation for both customers and companies in this sector.
Keyword : property management, service differentiation, management strategy, SERVQUAL, Shanghai
How to Cite
Shen, H.-M., Tu, K.-J., & Chiang, T.-Y. (2021). Establish a customer property service strategy framework. International Journal of Strategic Property Management, 25(3), 204-215. https://doi.org/10.3846/ijspm.2021.14568
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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https://doi.org/10.1016/j.resconrec.2015.05.021
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Chiang, T.-Y. (2019). Real estate developer’s product positioning: AHP-utility-based model. International Journal of Strategic Property Management, 23(5), 317–327. https://doi.org/10.3846/ijspm.2019.9752
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https://doi.org/10.1080/13467581.2020.1787174
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https://doi.org/10.3390/jrfm13060126
Claver, J., García-Domínguez, A., & Sebastián, M. A. (2020). Multicriteria decision tool for sustainable reuse of industrial heritage into its urban and social environment. Case studies. Sustainability, 12(18), 7430.
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Das, A., Kumar, V., & Saha, G. C. (2010). Retail service quality in context of CIS countries. International Journal of Quality & Reliability Management, 27(6), 658–683.
https://doi.org/10.1108/02656711011054542
Dos Santos, P. H., Neves, S. M., Sant’Anna, D. O., de Oliveira, C. H., & Carvalho, H. D. (2019). The analytic hierarchy process supporting decision making for sustainable development: an overview of applications. Journal of Cleaner Production, 212, 119–138.
https://doi.org/10.1016/j.jclepro.2018.11.270
Garg, A., & Deshmukh, S. G. (2006). Maintenance management: literature review and directions. Journal of Quality in Maintenance Engineering, 12(3), 205–238.
https://doi.org/10.1108/13552510610685075
Goss, R. C., & Campbell, H. L. (2008). The evolution of residential property management: from caretaker to income maximization managers. Housing and Society, 35(1), 5–20.
https://doi.org/10.1080/08882746.2008.11430555
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Ishikawa, A., Amagasa, M., Shiga, T., Tomizawa, G., Tatsuta, R., & Mieno, H. (1993). The max-min Delphi method and fuzzy Delphi method via fuzzy integration. Fuzzy Sets and Systems, 55(3), 241–253. https://doi.org/10.1016/0165-0114(93)90251-C
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Landeta, J., Barrutia, J., & Lertxundi, A. (2011). Hybrid Delphi: a methodology to facilitate contribution from experts in professional contexts. Technological Forecasting and Social Change, 78(9), 1629–1641. https://doi.org/10.1016/j.techfore.2011.03.009
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https://doi.org/10.1177/0971721818806096
Murray, T. J., Pipino, L. L., & van Gigch, J. P. (1985). A pilot study of fuzzy set modification of Delphi. Human Systems Management, 5(1), 76–80. https://doi.org/10.3233/HSM-1985-5111
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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–37.
Peloza, J., & Shang, J. (2011). How can corporate social responsibility activities create value for stakeholders? A systematic review. Journal of the Academy of Marketing Science, 39(1), 117–135. https://doi.org/10.1007/s11747-010-0213-6
Perry, R. W., & Lindell, M. K. (2003). Preparedness for emergency response: guidelines for the emergency planning process. Disasters, 27(4), 336–350. https://doi.org/10.1111/j.0361-3666.2003.00237.x
Read, D. C., & Carswell, A. (2019). Is property management viewed as a value-added service? Property Management, 37(2), 262–274. https://doi.org/10.1108/PM-05-2018-0034
Read, D. C., & Sanderford, A. R. (2018). Sustaining sustainability in large real estate investment management firms. Journal of Real Estate Portfolio Management, 24(1), 19–33.
https://doi.org/10.1080/10835547.2018.12090004
Read, D. C., Goss, R. C., & Hopkins, E. (2017). Strategic business development and client prospecting in the third-party apartment management industry. International Journal of Strategic Property Management, 21(4), 346–356.
https://doi.org/10.3846/1648715X.2017.1317297
Saaty, T. L. (1990). How to make a decision: the analytic hierarchy process. European Journal of Operational Research, 48(1), 9–26. https://doi.org/10.1016/0377-2217(90)90057-I
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), 341–350.
https://doi.org/10.1016/j.jbusres.2014.06.024
Tsyganok, V. V., Kadenko, S. V., & Andriichuk, O. V. (2012). Significance of expert competence consideration in group decision making using AHP. International Journal of Production Research, 50(17), 4785–4792. https://doi.org/10.1080/00207543.2012.657967
Tu, K. J. (2017). Designing for sustainable public housing from property management and financial feasibility perspectives. International Journal of Architectural and Environmental Engineering, 11(2), 163–171.
Wang, J.-W. (2018). Retrieving critical design factor of ebook for older people in Taiwan. Telematics and Informatics, 35(7), 2016–2027. https://doi.org/10.1016/j.tele.2018.07.005
Wang, W.-M., & Peng, H.-H. (2020). A fuzzy multi-criteria evaluation framework for urban sustainable development. Mathematics, 8(3), 330. https://doi.org/10.3390/math8030330
Wang, Y. L., Luor, T., Luarn, P., & Lu, H. P. (2015). Contribution and trend to quality research – a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica, 19(1), 34–45. ttps://doi.org/10.12948/issn14531305/19.1.2015.03
Xie, C., Bagozzi, R. P., & Grønhaug, K. (2019). The impact of corporate social responsibility on consumer brand advocacy: the role of moral emotions, attitudes, and individual differences. Journal of Business Research, 95, 514–530.
https://doi.org/10.1016/j.jbusres.2018.07.043
Zadeh, L. A. (1965). Fuzzy sets. Information and Control, 8(3), 338–353. https://doi.org/10.1016/S0019-9958(65)90241-X
Zhang, Y., Shen, L., Ren, Y., Wang, J., Liu, Z., & Yan, H. (2019). How fire safety management attended during the urbanization process in China? Journal of Cleaner Production, 236, 117686. https://doi.org/10.1016/j.jclepro.2019.117686
Azadeh, A., & Izadbakhsh, H. R. (2008). A multi-variate/multiattribute approach for plant layout design. International Journal of Industrial Engineering: Theory, Applications and Practice, 15(2), 143–154.
Bouzon, M., Govindan, K., Rodriguez, C. M. T., & Campos, L. M. (2016). Identification and analysis of reverse logistics barriers using fuzzy Delphi method and AHP. Resources, Conservation and Recycling, 108, 182–197.
https://doi.org/10.1016/j.resconrec.2015.05.021
Chen, C.-A. (2016). How can Taiwan create a niche in Asia’s cruise tourism industry? Tourism Management, 55, 173–183. https://doi.org/10.1016/j.tourman.2016.02.015
Chen, W. T., You, J.-K., & Chen, H. L. (2015). Critical success factors of construction site safety management in Taiwan. Construction Engineering, 3, 30–35.
Chiang, T.-Y. (2019). Real estate developer’s product positioning: AHP-utility-based model. International Journal of Strategic Property Management, 23(5), 317–327. https://doi.org/10.3846/ijspm.2019.9752
Chiang, T.-Y., & Perng, Y.-H. (2018). A new model to improve service quality in the property management industry. International Journal of Strategic Property Management, 22(5), 436–446. https://doi.org/10.3846/ijspm.2018.5226
Chiang, T.-Y., Chu, C.-C., Shen, H.-M., & Chiu, Y.-F. (2020). A gid utility-based model for interior renovations selection. Journal of Asian Architecture and Building Engineering, 1–11.
https://doi.org/10.1080/13467581.2020.1787174
Chuc, A. T., Sarker, T., & Rasoulinezhad, E. (2020). Factors influencing the green bond market expansion: evidence from a multi-dimensional analysis. Journal of Risk and Financial Management, 13(6), 126.
https://doi.org/10.3390/jrfm13060126
Claver, J., García-Domínguez, A., & Sebastián, M. A. (2020). Multicriteria decision tool for sustainable reuse of industrial heritage into its urban and social environment. Case studies. Sustainability, 12(18), 7430.
https://doi.org/10.3390/su12187430
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16. https://doi.org/10.1007/BF02893933
Das, A., Kumar, V., & Saha, G. C. (2010). Retail service quality in context of CIS countries. International Journal of Quality & Reliability Management, 27(6), 658–683.
https://doi.org/10.1108/02656711011054542
Dos Santos, P. H., Neves, S. M., Sant’Anna, D. O., de Oliveira, C. H., & Carvalho, H. D. (2019). The analytic hierarchy process supporting decision making for sustainable development: an overview of applications. Journal of Cleaner Production, 212, 119–138.
https://doi.org/10.1016/j.jclepro.2018.11.270
Garg, A., & Deshmukh, S. G. (2006). Maintenance management: literature review and directions. Journal of Quality in Maintenance Engineering, 12(3), 205–238.
https://doi.org/10.1108/13552510610685075
Goss, R. C., & Campbell, H. L. (2008). The evolution of residential property management: from caretaker to income maximization managers. Housing and Society, 35(1), 5–20.
https://doi.org/10.1080/08882746.2008.11430555
Hopkins, E. A., Read, D. C., & Goss, R. C. (2017). Promoting sustainability in the United States multifamily property management industry. Journal of Housing and the Built Environment, 32(2), 361–376. https://doi.org/10.1007/s10901-016-9516-3
Ishikawa, A., Amagasa, M., Shiga, T., Tomizawa, G., Tatsuta, R., & Mieno, H. (1993). The max-min Delphi method and fuzzy Delphi method via fuzzy integration. Fuzzy Sets and Systems, 55(3), 241–253. https://doi.org/10.1016/0165-0114(93)90251-C
Kendra, K., & Taplin, L. J. (2004). Project success: a cultural framework. Project Management Journal, 35(1), 30–45. https://doi.org/10.1177/875697280403500104
Landeta, J., Barrutia, J., & Lertxundi, A. (2011). Hybrid Delphi: a methodology to facilitate contribution from experts in professional contexts. Technological Forecasting and Social Change, 78(9), 1629–1641. https://doi.org/10.1016/j.techfore.2011.03.009
Ma, L., Liu, Z., Huang, X., & Li, T. (2019). The impact of local government policy on innovation ecosystem in knowledge resource scarce region: case study of Changzhou, China. Science, Technology and Society, 24(1), 29–52.
https://doi.org/10.1177/0971721818806096
Murray, T. J., Pipino, L. L., & van Gigch, J. P. (1985). A pilot study of fuzzy set modification of Delphi. Human Systems Management, 5(1), 76–80. https://doi.org/10.3233/HSM-1985-5111
Omar, M., Ali, H. M., Kamaruddin, N., Baba, M., Sapri, M., Abdullah, S., & Aliagha, G. U. G. (2015). Framework of stratified residential property management services. Jurnal Teknologi, 75(10), 57–64. https://doi.org/10.11113/jt.v75.5273
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–37.
Peloza, J., & Shang, J. (2011). How can corporate social responsibility activities create value for stakeholders? A systematic review. Journal of the Academy of Marketing Science, 39(1), 117–135. https://doi.org/10.1007/s11747-010-0213-6
Perry, R. W., & Lindell, M. K. (2003). Preparedness for emergency response: guidelines for the emergency planning process. Disasters, 27(4), 336–350. https://doi.org/10.1111/j.0361-3666.2003.00237.x
Read, D. C., & Carswell, A. (2019). Is property management viewed as a value-added service? Property Management, 37(2), 262–274. https://doi.org/10.1108/PM-05-2018-0034
Read, D. C., & Sanderford, A. R. (2018). Sustaining sustainability in large real estate investment management firms. Journal of Real Estate Portfolio Management, 24(1), 19–33.
https://doi.org/10.1080/10835547.2018.12090004
Read, D. C., Goss, R. C., & Hopkins, E. (2017). Strategic business development and client prospecting in the third-party apartment management industry. International Journal of Strategic Property Management, 21(4), 346–356.
https://doi.org/10.3846/1648715X.2017.1317297
Saaty, T. L. (1990). How to make a decision: the analytic hierarchy process. European Journal of Operational Research, 48(1), 9–26. https://doi.org/10.1016/0377-2217(90)90057-I
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), 341–350.
https://doi.org/10.1016/j.jbusres.2014.06.024
Tsyganok, V. V., Kadenko, S. V., & Andriichuk, O. V. (2012). Significance of expert competence consideration in group decision making using AHP. International Journal of Production Research, 50(17), 4785–4792. https://doi.org/10.1080/00207543.2012.657967
Tu, K. J. (2017). Designing for sustainable public housing from property management and financial feasibility perspectives. International Journal of Architectural and Environmental Engineering, 11(2), 163–171.
Wang, J.-W. (2018). Retrieving critical design factor of ebook for older people in Taiwan. Telematics and Informatics, 35(7), 2016–2027. https://doi.org/10.1016/j.tele.2018.07.005
Wang, W.-M., & Peng, H.-H. (2020). A fuzzy multi-criteria evaluation framework for urban sustainable development. Mathematics, 8(3), 330. https://doi.org/10.3390/math8030330
Wang, Y. L., Luor, T., Luarn, P., & Lu, H. P. (2015). Contribution and trend to quality research – a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica, 19(1), 34–45. ttps://doi.org/10.12948/issn14531305/19.1.2015.03
Xie, C., Bagozzi, R. P., & Grønhaug, K. (2019). The impact of corporate social responsibility on consumer brand advocacy: the role of moral emotions, attitudes, and individual differences. Journal of Business Research, 95, 514–530.
https://doi.org/10.1016/j.jbusres.2018.07.043
Zadeh, L. A. (1965). Fuzzy sets. Information and Control, 8(3), 338–353. https://doi.org/10.1016/S0019-9958(65)90241-X
Zhang, Y., Shen, L., Ren, Y., Wang, J., Liu, Z., & Yan, H. (2019). How fire safety management attended during the urbanization process in China? Journal of Cleaner Production, 236, 117686. https://doi.org/10.1016/j.jclepro.2019.117686